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Siciliano’s Pizzaria owners
Case Study

Why Siciliano’s Pizzaria Has Trusted ChowNow with Their Online Ordering for 10 Years

Products Used

Direct Online Ordering

Branded Mobile Apps

Siciliano’s Pizzaria is a family-owned restaurant located in Ravenna, Ohio that’s been serving the community for over 42 years. What makes this establishment unique is its carry-out-only model, no delivery service and no dine-in options. Started by Tom Siciliano when he was just 23 years old, this family owner and operated pizzeria has maintained its charm while embracing technology to meet changing customer needs.

Housed in a former bank building with a small lobby and counter service, Siciliano’s has built a loyal customer base that’s willing to make the trip to pick up their food. As the business grew over the decades, Tom recognized the need for an online ordering solution that would complement their traditional operations without compromising their established business model.

Siciliano’s Pizzaria partnered with ChowNow a decade ago to bring online ordering to their customers while maintaining their unique carry-out-only approach, resulting in significant sales growth and improved operational efficiency.

Modernizing While Keeping Tradition

Before implementing ChowNow, Siciliano’s relied entirely on phone orders and handwritten guest checks, a system they still use today for in-person orders. 

“We still write down orders on guest checks,” explains Tom Siciliano, owner of Siciliano’s Pizzaria. “We don’t have a POS system. We still have a cash register that’s electronic, but we’re not able to integrate with complex systems.”

The challenge was finding a platform that would seamlessly fit into their operations without forcing them to overhaul their entire system, something that would add convenience without adding complexity.

Siciliano’s Pizzaria outside of restaurant

Discovering ChowNow 

Tom and his wife discovered ChowNow at an Expo about ten years ago. At the time, they weren’t actively looking for an online ordering solution, but the product caught their attention. “For me, it was a no-brainer as far as the cost, it was perfect,” Tom shares.

“The ease of use is just phenomenal.”
– Tom Siciliano, Owner of Siciliano's Pizzaria

As they integrated ChowNow into their operations, the team was impressed by how easily it fit into their workflow. Even without advanced technical skills, they found the system straightforward to manage, and their customers quickly adapted to the new ordering method.

Increasing Loyalty and Customer Experience While Driving Sales

Implementing ChowNow has had a substantial impact on Siciliano’s bottom line. Siciliano’s has processed over $320,000 in sales through ChowNow in the past year alone, with a 13% increase compared to the previous year.

Siciliano’s Pizzaria saves over $10,200 annually in commission fees by using ChowNow’s direct ordering.

The branded mobile app has been particularly successful, accounting for 22% of their total online orders. “I noticed the other day when I looked at the monthly wrap-up, that our branded app gets a lot of traffic. So people are using the app to death. It’s amazing,” Tom says.

Siciliano’s Pizzaria has seen an 8% increase in order volume year over year with ChowNow.

But beyond the numbers, ChowNow has improved the customer experience, making it easier for regulars to place orders on their own schedule. “The app’s convenience allows customers to place orders in advance, enhancing their overall experience,” Tom explains.

Siciliano’s Pizzaria menu board

Creating a Better Experience for Customers

Siciliano’s Pizzaria wanted to make ordering more convenient for their customers without sacrificing the personal touch they’re known for.

Tom recounts a conversation with a regular customer: “She said, ‘I can just go ahead and order when I’m sitting at my desk. I can decide what I’m having for supper while I’m working.’ She pulls her phone out and orders food, so she knows when she gets off work, she can drive by at 4:30 and pick it up.”

This flexibility has been particularly valuable, allowing customers to place orders hours, or sometimes even a day, in advance. By adopting ChowNow, Siciliano’s has given their customers the convenience of modern ordering while maintaining their traditional carry-out model.

The system also proved invaluable during unexpected situations. When their phone lines went down one evening, ChowNow kept the orders flowing. “During that time, ChowNow still worked,” Tom explained, “it kind of saved our butt because even though our phones weren’t working, ChowNow worked.” By using ChowNow technology, Siciliano’s didn’t have to close their business for the night, and was able to keep their profits coming in.

24/7 Support They Can Count On

For Tom, ChowNow’s 24/7 customer support has been a standout feature throughout the decade-long partnership. Tom appreciates ChowNow’s customer service team for their friendly and helpful nature, Any time he had questions about temporary closures, menu updates, or technical needs, the support team was always available and accommodating.

Tom particularly appreciates the accessibility of support across time zones, noting how responsive and resourceful the team is, making it convenient for restaurant owners like him to get assistance, no matter the time or day. He recalled instances where he required immediate assistance for technical setups or operational adjustments, and how the ChowNow team stepped in to resolve his issues. “They’re really good about helping me,” he shared, “I always call and say ‘I don’t know how to do this, can you help?’ and they always do.”

A Long-Term Partnership

After ten years with ChowNow, Tom has no plans to switch platforms. As Tom puts it, “To quit isn’t an option.” The seamless integration of ChowNow into his business operations, coupled with the convenience it provides for both him and his loyal customers, has made the partnership indispensable.

“I’ve had other companies at the expo I go to every year, try to get me to switch over to them instead of ChowNow,” Tom shares. “I’m not going to do that. I mean, we’ve done really well with you guys. It’s been a very good partnership.”

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